Damp, Mould and Condensation Policy

1. Introduction

1.1     This policy sets out Norwich City Council’s approach to investigation of damp, mould and condensation; diagnosing causes and recommended solutions in the Council’s own and manage tenanted, leasehold and licensed properties.

1.2     For the purpose of this document, when referring to leaseholders, tenants and other types of tenure collectively we will use the terms residents, though this may include non-resident leaseholders. Where we specifically use a term such as ‘tenant’ or ‘leaseholder’ we are referring to someone with a contract for that particular type of home.

2. Legislation, regulation and standards

2.1     The Council will comply with all relevant legislation including:

•    The Landlord and Tenant Act 1985
•    Defective premises Act 1972
•    Homes (Fitness for Human Habitation) Act 2018
•    The Housing Health and Safety Rating System (HHSRS), introduced under
the Housing Act 2004
•    Health and Safety at Work Act 1974 and supporting regulations
•    Building Regulations Act 1984
•    The Environmental Protection Act 1990
•    The Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025, commonly referred to as Awaab’s Law

3. Definitions

3.1     Damp - where localised, excess moisture builds up that has no means of escape. 
        
While it may present itself in different ways, the root of the problem is almost always excess moisture. Damp can occur when a fault in the building’s basic structure lets in water from outside. It may occasionally be rising damp, but more commonly is penetrating damp, that occurs when water is coming in through the walls or roof or through cracks, for example, under a loose roof tile, leaking pipes, waste overflow.

As damp usually occurs in areas that never have chance to dry out and have little air movement, it can help to regularly ventilate a room and even move furniture away from exterior walls and corners to allow air to circulate better. 

3.2         Condensation – caused when moisture held in warm air meets a cold surface like a window or wall and condenses into water droplets.

Causes can include anything that releases water into the air, including cooking, bathing, washing and drying clothes. Warm air containing moisture from these activities is held in the air until it hits something cool, like a wall or window, and because cold air holds less water than warmed air, droplets form. In the UK, condensation occurs most often in winter, because the building is colder and windows are opened less often, so moist air cannot escape.

As we invest in home improvements, such as insulating a property and replacing doors and windows to keep properties warmer, unless ventilation measures are also added and then used properly, such measures may contribute to moisture remaining in a building and consequently increased levels of condensation. Eliminating moisture may include opening a window, keeping ventilation open and unblocked (e.g. trickle vents and air bricks), using a dehumidifier and increasing air temperature by heating the property.

The three main ways to tackle condensation are therefore:

1.    Stop moisture building up
2.    Ventilate your home
3.    Keep your home warm

3.3     Mould – this is term used to describe different type of fungi that exist within moist areas. It frequently appears alongside condensation on cold walls and surfaces and in places where the air does not circulate well. The moisture created can also damage clothes, furnishings and decoration and leaves a musty smell. It can aggravate health problems like asthma, bronchitis, arthritis and rheumatism.
3.4    Significant Hazard - A ‘significant hazard’ is one that poses a significant risk of harm to the health or safety of an occupier of the social home. A ‘significant risk of harm’ is defined in the regulations as ‘a risk of harm to the occupier’s health or safety that a reasonable lessor with the relevant knowledge would take steps to make safe as a matter of urgency’.
3.5    Emergency Hazard - An emergency hazard is one that poses ‘an imminent and significant risk of harm’ to the health or safety of the occupier in the social home. An ‘imminent and significant risk of harm’ is defined in the regulations as ‘a risk of harm to the occupier’s health or safety that a reasonable lessor with the relevant knowledge would take steps to make safe within 24 hours’.

4. Procedure

The first time you report an issue to us our response will be to:

•    Instruct a contractor to attend your home, assess the situation and report back to the Council. They may carry out a mould wash depending on the situation.
•    Decide on how quickly we need to undertake the work if required.
•    If there are concerns, then damp surveyor will visit next.
•    The surveyor will identify what work is required to put things right.
•    We will let you know what is happening and any work that will be done.
•    The required work is carried out.

If

2nd Occurrence – if damp or mould reoccurs

•    Instruct a contractor to attend your home and carry out a mould wash.
•    A different damp surveyor will review the work done to date and then discuss the issues with a senior surveyor.
•    The surveyor will identify what work if required to put things right.
•    We will let you know what is happening and any work that will be done.
•    The required work is carried out.

If

3rd Occurrence

•    Instruct a contractor to attend your home and carry out a mould wash.
•    Instruct a specialist independent damp surveyor.
•    Independent damp surveyor will attend your home.
•    Independent damp surveyor specifies remedial works required.
•    We will let you know what is happening and any work that will be done.
•    The required work is carried out.

The Council may also advise you during this time about how you can make your home more comfortable and reduce the levels of moisture present.

On each occasion you contact us regarding damp or mould in your home, you will be asked about whether you or other members of your household have any existing medial conditions or if you consider yourselves to be vulnerable. We may also discuss any existing information previously provided, so that we can suitably assess the best way of responding to your issue.

Timescales

The Council will ensure that all reports of damp and mould are promptly dealt with. To ensure this is given the right priority the Council will:

•    Investigate any potential emergency hazards and if the investigation confirms emergency hazards, undertake relevant safety work as soon as reasonably practicable. The investigation and the work will place within 24 hours of becoming aware of the hazard.
•    Investigate any potential significant hazards within 10 working days of becoming aware of them.
•    Produce a written summary of investigation findings within 3 working days of the conclusion of the investigation.
•    Undertake relevant safety work within 5 working days of the investigation concluding, if the investigation identifies a significant hazard.
•    Begin, or take steps to begin, any supplementary preventative work to prevent a significant or emergency hazard recurring within 5 working days of the investigation concluding, if the investigation identifies a significant or emergency hazard. If steps cannot be taken to begin work in 5 working days this must be done as soon as possible, and work must be physically started within 12 weeks.
•    Satisfactorily complete supplementary preventative works within a reasonable time.
•    Keep you updated throughout the process and provide information on how to keep safe.

5. Monitoring and reporting

5.1     We will maintain clear and accurate record of damp and mould reports, investigations and remedials actions.

5.2     We will maintain and monitor a set of performance indicators and targets. We will also publicise our headline performance measures to our residents via our website and newsletters. How are we performing? | Get Talking Norwich

5.3    We will use feedback from residents, including surveys and complaints, to help monitor and improve our performance. We will collect satisfaction data and report our performance regularly. We will monitor and review our performance in connection with this policy with the objective of continual improvement. We will examine how we perform against agreed targets and performance indicators and consider what we can learn from identified repair patterns and complaints. We will also benchmark ourselves against peer organisations and adopt sector learning and good practice wherever possible.

5.4    We will work toward the longer-term goal of increasing proactive maintenance, inspection and replacement, to help us drive down reliance on reactive repairs, wherever it is practicable and reasonable for us to make such changes.  

6. Communication and consultation

6.1     Norwich City Council takes the health, safety and wellbeing of our residents extremely seriously. All reports of damp and mould will be treated seriously and fairly. On our website we provide a range of information about damp and mould, living in your home and the facility to report damp and mould online.
Dealing with damp and mould | Norwich City Council
6.2     We will communicate with you throughout the duration of works providing timescales, detail of works, if delays or further investigation works is required. We will take a holistic approach to managing damp and mould.

6.3     We will support resident to explain the outcomes of our surveys and works, when required we will offer additional support advice on new technologies or funding available to support with energy bills.

7.  Equality diversity and inclusion

7.1     An Equality Impact Assessment was carried out during the development of this policy and which will also be reviewed during the development of implementation processes. The assessment did not reveal any reason not to proceed with this policy and has no assessed negative impact for any protected characteristic. By setting out our existing policy clearly should benefit all residents.

7.2     We ask residents to inform us if they have a condition that may be impacted by our carrying out a repair. We have built flexibility into our service to help us consider where we can reasonably adjust a service if a need is identified that may require an alternative solution or an exception to policy. For example, adjusting a timeframe, using a different product, or agreeing to waive a rechargeable cost.

7.3     We have other policies and processes in place, which work alongside this policy where there is a need identified and criteria have been met. These include for example the provision of aids and adaptations, decoration, and safety and security measures.

8. Review

8.1    This policy will be reviewed every two years or sooner if required by changes in legislation or regulatory guidance. The review will consider any feedback received, including from residents and Council staff, to ensure that the policy remains fair, effective and fit for purpose.